FNB Faulty Electricity token -inability of bank to resolve.

I bought a R500 electricity token through my FNB app. I am using this platform for the last 6 years to buy electricity for the same meter. The token I received is faulty and the money is deducted from my account. I called the number supp**** on the Bank notification - just to find the number is not working. "For queries call ***". Yesterday I tried to obtain help from "secure chat" - this is such a useless service as they advised me to call the same number - the one that is already out of order. Only after an altercation they offered to connect me to the service. Well - unfortunately I spoke to another untrained person with no ability to resolve issues, asking me if I got the electricity...???? I then decided to escalate the matter to my Personal Banker - since I am paying for that service. Rudy responded saying she will escalate the matter. At least this gave me some level of peace that this will be attended to. I just received the following message from Lelhohonolo Molefe - FNB SP. "We have cleared your meter number on our system. Should you still be experiencing the same issue, please contact your municipality for further assistance in having your meter number registered. We hope you finds tis response in order" MY ISSUE IS STILL UNRESOLVED> THE TOKEN I BOUGHT THROUGH THE FNB APP IS NOT WORKING. My money has not be returned to my account, not is the token working. There is NOTHING wrong with my meter. AFter this token failed - my husband bought on his FNB app - and loaded onto the meter. THE TOKEN IS FAULTY-RESOLVE THE MATTER!

I NEED THIS ISSUE RESOLVED URGENTLY!!!

I am disappointed in FNB's ability to service clients!